Functional Requirements Document
Online Telecom Bill Enquiry System
Version Description of Change Author Date
2.0 Initial Version Subha Raveendran March, 5th 2012
Table of Contents
Introduction...............................................................................................................................................3
Purpose......................................................................................................................................................3
Background................................................................................................................................................3
Bill Enquiry System – Basic Program Description..................................................................................3
Customer Registration .................................................................................................................3
Bill Generation and Enquiry ........................................................................................................3
Help desk .....................................................................................................................................4
Detailed Program Break Down.........................................................................................................4
Customer Registration.................................................................................................................4
Account/Connection ..................................................................................................................4
Call Details....................................................................................................................................5
Bill Payment.................................................................................................................................6
Bill Generation.............................................................................................................................6
Bill Item........................................................................................................................................6
Bill Dispute...................................................................................................................................6
HelpDesk Ticket............................................................................................................................7
HelpDesk Employee.....................................................................................................................7
Assign HelpDesk Ticket to Employee...........................................................................................8
Roles and Responsibilities..........................................................................................................................8
Administrator ..............................................................................................................................8
Customer .....................................................................................................................................8
Helpdesk Employee......................................................................................................................8
Assumptions and Constraints.....................................................................................................................9
Change Requests........................................................................................................................................9
Online Telecom Bill Enquiry System
Introduction
Bharat Tele services provides phone connections to customers. Bharat Tele services requires an online
system which will take care of its customer registration, bill generation and the helpdesk functionality.
Purpose
The purpose of this document is to outline the detailed functional requirement that will enable
design and development of the Bill Enquiry System for Bharat Tele services.
Background
Bill Enquiry System – Basic Program Description
Bharat Tele services wants to automate their day to day activities. These activities include Customer
registration and account creation, bill generation and enquiry and the helpdesk activities.Bharat Tele
services needs a system which will enable them to effectively capture and monitor the customer
registration details, bill details and the helpdesk functionality. There are three modules in this system.
Customer Registration
Customer approaches any outlet of Bharat Tele services and applies for phone connection. The
administrator gathers details about the customer which is then updated in the system. The
administrator also does offline verification of the following documents – Address proof and photo id
card. Once the verification process is completed successfully, admin uploads scanned copies of
address proof and ID proof are uploaded into the system. This completes the registration process.
Once the customer is registered with Bharat Tele services, a customer id is generated. The customer is
then issued a connection, and the details about the connection is recorded in the system. One
customer can be issued multiple connections.
Once the customer is issued a connection, the customer can then pay their bills using the facility
available in the system.
Bill Generation and Enquiry
Bharat Tele services receives the call details from various sources as feed files. On the last day of every
month, Administrator uploads these files which contains the call details, into the system. Once the
call details are successfully updated in the system, on 1st of the next month, Admin generates the bill
for the previous month. The bill will contain details about all the calls made by the customer in the
previous month. If the customer has any enquiry/dispute against any of the calls recorded in the
system, they can raise a dispute using the system. The administrator will analyze the dispute and
resolve it directly.
Help desk
Bharat Tele services also has a help desk to resolve customer complaints. Customers can call the
helpdesk number and raise a helpdesk ticket to resolve their issues. These tickets will then be assigned
to employees who are working in this department. Multiple tickets can be assigned to a single
employee. Employee will be working on the tickets based on the severity and priority assigned to the
ticket. Admin is responsible to add an employee to the helpdesk department.
Detailed Program Break Down
Target: All registered customers of Bharat Tele services.
Customer Registration
Customers who wish to get a phone connection with Bharat Tele services, would approach an outlet
of Bharat Tele services. Customer need to provide the following details in order to get registered with
Bharat Tele services.
Name
Address
email
ContactNumber
Proof of Address
Proof of ID
Customers have to provide the address proof and ID proof within ten days of registration. If the
documents are not uploaded in the system within 10 days, the registration will be cancelled.
Scanned copies of the ID Proof and Address proof are uploaded in the system by Administrator. Once
these documents are uploaded in the system, the Administrator verifies the documents. After
verification, if the documents are found satisfactory, Administrator marks the registration process as
complete. If the admin is not satisfied with the documents provided by the customer, admin can reject
the registration. Once the registration process is completed, system generates the Customer Id and a
default password using which the customers can login to the system.
Account/Connection
Once the registration process is completed, Administrator then issues a connection to the customer. A
customer can have a maximum of three connections in his/her name. While creating an account,
details about the particular connection is mapped for a customer and maintained in the system. The
status of connection at this time will be “ACTIVE”. One customer can have a maximum of 3 active
connections at a time. The customer at any given point in time can contact the Administrator and
cancel the connection. Once the customer cancels the connection, the status of the connection is
marked “CANCELLED”. While canceling the connection the system needs to capture the reason for
canceling the connection. The Administrator also has the privilege to view all connections for a
customer and also update the details if required. Same connection number will not be issued to
another customer. While creating the connection, the customer have the option to select whether
they want to have an ebill or a paper bill. If the customer opts for e-bill they are given a discount of 2%
on the bill amount.
Tariff plan for the connection also needs to be updated in the system while creating the connection.
There are mainly three tariff plans available in the system. Administrator has the capability to add new
tariff plans in the system.
Plan 150
Monthly Rental 150
Local Call Rate 1.5ps/second
STD Call Rate 10ps/second
ISD Call rate 11Re/minute
Plan 250
Monthly Rental 250
Local Call Rate 1ps/second
STD Call Rate 5ps/second
ISD Call Rate 10Re/minute
Plan 500
Monthly Rental 500
Local Call Rate 20ps/minute
STD Call Rate 40 ps/minute
ISD Call Rate 8Re/minute
If the customer opts to change the tariff plan in the middle of a billing cycle, the changed tariff plan
rates will be taken in to account only for the next cycle bill generation.
Call Details
Once a connection is issued to a customer, they can start making calls. Call details are collected from
various sources and Administrator will upload the details in the system. The upload needs to be
completed by last day of the month. After uploading the call details, Administrator will be able to view
the call details of each connection.
Call detail file should contain the following details:
Date of Call
Duration
Number to which call was made
Type of call(Values for this field can be Local, STD or ISD)
Bill Payment
Customers can pay their bill online using the system. Details of the customer's bank account is entered
in the system. Whenever the customer wishes to pay their bill, he/she can login to the online system
and then pay the bill. The details about the amount paid is recorded in the system. Due date for
payment of bill is 15th of every month. If the customer is paying the bill after 15th, then a late payment
fee of 5% of the bill amount will have to be paid in addition to the bill amount. If the customer
defaults payment for a month,(i.e the customer has not paid the bill till 27th ) then in addition to the
bill amount, a late payment fee of 10% of the bill amount needs to be paid by the customer. This will
get reflected in the next month's bill as arrears/dues. If the customer pays more than the bill amount,
then the amount that is paid in excess will be deducted from the next month's bill. While paying the
bill the system should not allow the customer to pay an amount less than the bill amount.
Bill Generation
Bill is generated based on the calls made by the customer for each connections they own. Bill is
generated based on the tariff plan selected by the customer while adding the connection. Bill is
generated on 1st of every month for the calls made by the customer in the previous month. Bill
generation process is started after uploading all the call details in the system. If the customer has
opted for e-bill, a discount of 2% is given on the bill amount. Bill amount is calculated based on the
tariff plan selected for the connection. Once bill is generated, customers will be able to login to the
system and view their bill details against the connections they own. Customer can view the bill for
past three months. While generating the bill, the system needs to check whether any previous
arrears/dues are present. If any arrears/dues are there, then this needs to be reflected in current
month's bill. There should be an option in the system to view the detailed bill which shows the break
up of the bill amount against each call made.
Bill Item
Each call detail in the detailed bill constitutes a bill Item. It essentially contains the following details:
Date of Call
Duration
Number to which call was made
Type of call(Values for this field can be Local, STD or ISD)
PulseRate
Cost of call
Bill Dispute
If the customer has any complaints against a bill item ie, regarding a particular call, then the customer
can raise a bill dispute against that particular bill item. At this time, the status of bill dispute will be
OPEN. Date of creation of bill dispute need to be captured in the system. A customer should not be
allowed to raise a bill dispute against the same bill item more than once. Once a bill dispute is raised
against a particular bill item, Administrator will be able to view this in his queue. Administrator
conducts an offline inquiry regarding the dispute. If it is found that there is a discrepancy in that
particular bill item, customer is informed about the same and the call cost is adjusted to reflect the
same. Administrator will be able to change the bill item cost for which the dispute was raised. The
adjustments made will be reflected in customer's next month bill. Once the bill dispute is resolved, the
status of the bill dispute will be changed to RESOLVED. While resolving a bill dispute administrator
need to enter the resolution comments in the system. Date of resolution also needs to be captured in
the system. If there are bill disputes which are not resolved within seven days, they need to be
highlighted in the system.
Customer has an option to delete a bill dispute, if they realize that they raised the bill dispute by
mistake. While canceling the bill dispute, the reason for cancellation and date of cancellation needs to
be captured in the system. Customer can cancel only those disputes which are in OPEN status.
HelpDesk Ticket
If a customer has any complaints regarding the service, he/she can contact the helpdesk. Once the
details are collected from the customer, a helpdesk ticket is raised for keeping track of the complaint
raised. The initial status of the helpdesk ticket is “OPEN”. System should also provide the feature to
upload supporting documents that might be needed to raise the ticket, for example, the screenshots,
or scanned copy of the bill etc. The helpdesk ticket is then assigned to an employee. The status of the
ticket is now changed to “ASSIGNED”. Once the employee investigates the issue and finds the solution
for the issue, the customer is informed about the same and the status of the ticket is changed to
“CLOSED”. Following details about the helpdesk ticket should be captured in the system.
Short Summary of the issue
Detailed Description of the issue
Date on which the ticket was raised
Status of the ticket
Customer Id of the Customer who raised the helpdesk ticket
Issue Category(Valid categories are: Bill, Profile issues, Password issues, User Id issues,Others)
Priority (this field can have the following values – High, Medium and Low)
Date on which the ticket is closed
Resolution Comments(This can be entered only when the status of the ticket is CLOSED)
HelpDesk Employee
Details about the employees of the helpdesk team is recorded in the system. These details are used to
assign an employee to the helpdesk ticket. When new employee joins the team, Administrator adds
the new employee details in the system. The status of the employee is now “ACTIVE”. When an
employee leaves the team/organization admin changes the status of the employee to “INACTIVE”.
Administrator also has the privilege to view the details of all helpdesk employees and also update the
details when needed.
Following details about the employee is captured in the system:
Employee First Name
Employee Middle Name
Employee Last Name
Employee Designation(Team Member, Team Lead, Project Manager)
Date Of Joining
PAN Card Number
Date Of Seperation
Reason for Seperation
An Id for the employee is auto generated in the system.
Assign HelpDesk Ticket to Employee
Once the Helpdesk ticket is created, it should be assigned to a helpdesk employee. Administrator will
be responsible for assigning the ticket to an employee. When the employee logs into the system, they
will be able to view the tickets assigned to them. The employee will then work on the ticket and once
resolved, will update the status of the ticket as CLOSED. Following are the criteria to assign a ticket to
an employee. If the employee already has 5 High Priority tickets assigned and the tickets are still in
OPEN status, then the system will not allow admin to assign a new ticket to that employee. If the
employee has less than 5 tickets in the OPEN status or 5 Tickets which are not of High Priority,
Administrator will be able to assign a new ticket to that employee. Employees will be able to view the
tickets assigned to them, and also will be able to update the status of the ticket. Employees will not be
able to delete or create a ticket. Employee will be able to update only the status of the ticket and the
resolution comments for the ticket.
Administrator can update the ticket description based on the information provided by the customer.
Roles and Responsibilities
Administrator
Administrator has the following privileges
• Add/Update/View/Delete customer
• Issue/Cancel/View/Update connections
• Upload/Update/View/Delete call details
• Generate/update/delete/View bill and bill details
• View/Update/Close Bill enquiry
• Add/Update/View/Delete HelpDesk employee
• Add/Update/View/Delete HelpDesk ticket
• Add/Update/View/Delete tickets assigned to employee
Customer
Customer has the following privileges
• View/Update personal details
• Add/View/Update/Cancel Bill dispute raised by them
• View Bill and bill details
• Make bill payment
Helpdesk Employee
HelpDesk employee has the following privileges
• Create/Update/View/Resolve helpdesk tickets assigned to them
Assumptions and Constraints
1. One Customer will be issued a maximum of 3 connections.
2. System will allow the customer to have a maximum arrears due of 5000 INR. Once the due
amount reaches this level, the connection status is changed to SUSPENDED. This will be made
active only after the customer makes a payment.
3. Regular feed file with the call details will be available from the respective sources before 1st of
every month. The feed file will be in xml or csv format.
4. ID Proof, Address proof and other supporting documents can be uploaded in the system in .jpg,
.bmp or .png format.
5. Login Id and password for Administrator is already existing in the system.
Change Requests
1) Provide multi lingual support
2) Implement SSL and other security features like authentication, authorization and password
encryption.
3) Generate a report for the admin which shows a customer wise report which indicates the
percentage of the types of calls made by the customer. Like 75% of the calls made by the
customer is STD, 20% Local and 10% ISD.
4) Generate the report which displays the location wise percentage of customers.
5) Enable logging feature in the application
6) Generate a report which shows a summary of the helpdesk ticket raised in that month
category wise.
7) Generate the above mentioned reports as a chart(Pie chart or bar chart).
